Average Handle Time (AHT) is one of the most commonly used metrics in customer support. It’s simple, easy to calculate, and widely understood.
But in Salesforce-based support environments, AHT often fails to reflect how work actually happens.
What AHT measures
AHT typically measures the average duration of a support interaction — such as a call, chat, or case.
It is often used to evaluate efficiency and performance.
Where AHT works
- High-volume, single-interaction support
- Call center environments
- Standardized processes
In these scenarios, AHT can provide useful insights.
Where AHT breaks down in Salesforce
- Agents work on multiple cases at once
- Work happens across multiple sessions
- Effort is spread over time
- Follow-ups and internal work are not captured
As a result, AHT often underestimates actual effort.
What AHT misses
- Multitasking — agents switch between cases
- Complexity — some cases require significantly more effort
- Interruptions — work is not continuous
- Hidden work — research, internal communication, follow-ups
What to look at instead
To understand real performance, teams need to look beyond AHT.
- True time per case
- Agent utilization
- Workload distribution
These metrics provide a more accurate picture of how work is actually done.
Connecting this to cost per case
If you don’t understand real effort, you can’t accurately measure or reduce cost per case.
Learn how to reduce cost per case in Salesforce →
Conclusion
AHT can be useful in certain contexts, but it should not be the primary metric for understanding support team performance in Salesforce.
To improve efficiency and reduce costs, teams need visibility into real work — not just average durations.